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Help Desk Technician L2

1 month ago

East Saint Louis, Illinois, United States Honu Inc Full time
Job Title: Help Desk Technician L2

This job is for a highly skilled and enthusiastic individual to join our team as a Level Two Help Desk Technician. We are looking for a dedicated professional to provide exceptional support to our clients.

Job Summary:

As a Level Two Help Desk Technician, your primary responsibility will be to deliver Tier 1 support. This includes performing password resets, establishing new accounts, managing customer account features and access permissions, handling file and print permissions, and identifying technical interface and system-level issues. You will also be responsible for logging service requests, filtering, and routing requests to the appropriate experts. Additionally, you will contribute to our shared knowledge base, documenting problem resolutions and service request solutions.

Key Responsibilities:

Perform password resets and establish new accounts
Manage customer account features and access permissions
Handle file and print permissions
Identify technical interface and system-level issues
Log service requests and route them to the appropriate experts
Contribute to the knowledge base with documented problem resolutions and service request solutions

Requirements:

6 years of experience/education in IT support/help desk functions
Experience with Remedy and/or ServiceNow ticketing system preferred
Secret Clearance
Minimum high school diploma
Minimum DoD 8570 IAT I compliance

Benefits:

Medical, dental, vision, disability, and life insurance
Flexible Spending Accounts
401(k)
PTO
Paid Parental leave
Tuition reimbursement
Paid federal holidays

Security Clearance:

Must be a U.S. Citizen. A high-level Department of Defense active security clearance is required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements:

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.